Broker Service Survey 2018/19

For the past 13 years, the Broker Service Survey (BSS) has been shaking up the insurance industry. Why? Because it’s the biggest impartial and comprehensive broker survey of its kind. The personal lines and commercial lines survey is now open to UK brokers.

The Broker Service Survey supplement will be published in the Insurance Times December edition for subscribers drawing on a selection of trends and insights. Furthermore, the raw data from the personal lines or commercial lines survey from the survey will be available to order.

BSS is essential reading because it provides:

A new star rating guide assessing insurer service levels across 5 key service factors.

Privileged access to informed market sentiment from business-placing staff in key broker segments about their capacity provider’s services, all in their own words.

The inside track on product satisfaction and the areas of improvement wanted by brokers.

Future insight into lines of insurance brokers are entering and which insurers they would like to work with to grow presence in a particular line of commercial and personal lines insurance.

Discover the insurance lines brokers are projected to enter and with which insurer they would like to work with.

The report will be available to order in the following formats:

Broker service survey raw data only – available to order, please place your interest at the link below.

Broker service survey supplement print and digital copy – available only to Insurance Times subscribers, non-subscribers can also order the supplement by registering their interest at the link below.

Extended BSS report – hard copy/digital copy of a particular insurance company/s findings and results in full can be acquired.

Broker Service Report supplement and raw data package – please register your interest by clicking the link below and a member of the Insurance Times sales team will contact you.

2017 broker service feedback

A good Insurer with excellent innovative products though can be uncompetitive

Small Independent broker

Excellent service, they will also advise you right away if the type of business I offer is within their remit. The executive I work with, keeps in touch and lets me know of any changes within her business that would assist me in my quotes

Large Independent broker

The online broking system is a horrible thing but when dealing with manual presentations are brilliant

Top 50 broker

Useful for some lines of business but slow with documentation and speaking with underwriters difficult

Small Independent broker

Broker Service Survey report contents

The report will be available to order in the following formats:

Broker service survey raw data only – available to order, please place your interest at the link below.

Broker service survey supplement print and digital copy – available only to Insurance Times subscribers, non-subscribers can also order the supplement by registering their interest at the link below.

Extended BSS report – hard copy/digital copy of a particular insurance company/s findings and results in full can be acquired.

Broker Service Report supplement and raw data package – please register your interest by clicking the link below and a member of the Insurance Times sales team will contact you.

To enquire about one of the order options, please register your interest and a member of the Insurance Times team will contact you. Click here to register.

2017 broker service feedback

Staff do a great job, just isn’t enough of them and they’re expected to do business that is well beyond their capacity, working long hours and weekends. Not acceptable

Top 50 broker

Always seem to come up against barriers when a policyholder claims. The underwriting stance also seems to be “computer says no”

Small Independent broker

Awful service. They have lost almost every document I sent to them regard¬ing claims. It’s slow and I always have to wait 15+ minutes just to get a simple update. Even if I put myself as the primary contact I never receive updates via email or phone as re¬quested

Small Independent broker

This is one case I have with them. Two poli¬cies for one client, two years running they have messed up the client’s instalments not taking payments then taking too much. They really need to get this sorted!

Large independent broker

Research methodology

The Broker Service Survey identifies how insurers are ranked by brokers in these service dimensions:

Access to decision-makers

Underwriting: Expertise, flexibility & support

Policy documentation: Accuracy

Quality of cover

Claims: Fairness of settlement & speed

For further granularity, we separate the survey responses by broker type for more in-depth insight:

Broker Networks

Top 50 Brokers

Top Independent Brokers

Small Independent Brokers

Live agency status (optional)

This approach guarantees unrivalled market intelligence on insurer performance. Insurers that receive 100 or more broker responses will be placed in the main headline table.